I spearheaded the UX design process for the MyTelenet app — a consumer-facing platform for Belgium's leading telecom provider. My role as a UX advisor centered on aligning multi-disciplinary teams and ensuring best practices during the discovery and define phases.
The app’s goal? To consolidate multiple fragmented applications into one cohesive experience, reducing costly “bill shock” complaints and encouraging automated bill payments.
Telenet faced high volumes of customer complaints stemming from a disjointed user experience and confusion over billing. Users were switching between separate apps to manage payments and usage, creating frustration. The mission was clear: craft an intuitive solution that minimized effort for users while meeting business goals of reduced support calls and smoother payment flows.
Through user interviews and deep stakeholder collaboration, we uncovered three distinct user personas:
One of the project’s most critical aspects was collaborating with a design team based in London. This coordination required clear communication and alignment across time zones, ensuring all concepts and prototypes adhered to consistent user experience standards.
Together, we validated user needs, refined interactions, and addressed challenges such as integrating third-party banking flows without disrupting the app's continuity or user trust.
Interviewing key stakeholders helped us balance business value with user needs
The redesigned MyTelenet app launched in summer 2019 and achieved measurable success:
If you’re curious about the process, the outcomes, or the insights we gathered along the way, I’d love to share more. Feel free to get in touch, and let’s discuss how this experience could inform your next project.
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